August 22, 2012
ICE Systems (NASDAQ: NICE)
today announced that DBS Bank (NASDAQ: DBSDF) has successfully rolled out the NICE
analytics-based Quality Optimization solution
at its contact center in
. This advanced NICE technology enables DBS,
largest bank, to increase its contact center efficiency and improve customer satisfaction by reducing
average call handle time
and call volume.
DBS is the first bank in
to implement NICE
at its contact center, which handles over five million calls each year. The solution is specifically targeted at improving customer satisfaction and operational efficiency by providing comprehensive analyses of customer interactions and highlighting areas for improvement.
With NICE's analytics technology, DBS can effectively identify the type of calls that require longer handling time - whether these relate to products or services. Once these calls are flagged, the analytics solution goes one step further to pinpoint the key phrases that repeat across these calls. The bank then uses this information to determine the underlying causes, such as unclear communications, process issues, or agent knowledge gaps.
DBS is also using NICE analytics to reduce call volume by improving
. This is done by identifying the reasons for repeat contact from the same customer - for instance, inquiries on payment status and online transactions. DBS can then tailor its responses to better address customer needs.
"As an Asian bank, serving our customers well and building strong bonds with them is important. NICE's advanced analytics technology further enhances our capabilities to improve customer engagement. It also allows us to better equip our agents with skills and knowledge that help them provide better and more personalized service," said
, Head of the DBS Customer Center. "We were very pleased with NICE's support during the implementation process and we are confident that its advanced analytics technology will prove to be a significant advantage for improving productivity, workflow capabilities, and flexibility in meeting customer inquiries."
The NICE Quality Optimization solution gives DBS overall visibility of the entire contact center operation and of individual agent performance. This enables DBS to evaluate employee performance and provide additional coaching where needed. Using all of these tools, DBS can streamline operations, create a distinct customer experience, and increase revenues.